Win your Customers with these 5 Easy Techniques!

November 20, 2018 in Afni News

by Owie Donato
Operations Manager

How to be you po?” asked a member of the team, after modeling the behaviors which saved the interaction. I smiled, thinking that I was once like this team member. I remembered being as curious and as inspired as this person about work. It took me a while in my journey to learn all the skills I needed to come this far, and there is one very important thing I realized.

You see, having good communication skills is essential in any industry. In the kind of business we are in, whatever line of business we support, in all channels where customers come through, providing exemplary service and handling the interaction with utmost care are at the top of our priorities.  How is customer experience influenced by this? 

Effective call handling is key to providing exemplary service.  The challenge arises when the call and the customers affect the agents’ disposition. How do we combat this?  Some may say it’s easy, others think it’s a tough battle to win.   

Follow these 5 simple call handling techniques and win your customers! 

1. Listen and capture key details.  

Our customers do not like being repetitive. Remember details and take down notes. Items for note taking may vary, but be sure to capture action items a customer is pertaining to, such as what to fix or what to give to ensure customer satisfaction. Another important detail you must take note of are specifications. Customer grievances are raised in so much detail and you must be able to sift through these and pick out which ones you would need in providing a resolution. Details such as when the problem started occurring, which units malfunction, and how he or she used an item are examples of specifications.

Be sure to take these down and be ready to use what you have gathered to address the concern, because it will help in solving the customer’s problem quickly.  

2. Ask the right questions.  

Asking questions serve a lot of purposes. It goes hand in hand with note-taking and also encourages the customers to expound on their concerns and give you more details on the problem. Choosing the right questions to ask the customers will help get their message across sooner and with more clarity. Questions such as “what happened when you did this?”, “have you experienced this in the past?”, and is this correct?” are a few examples of this.

Also, these questions can be used to create the Funnel Effect for more detailed answers. It starts with an open question, followed by a probing question to delve deeper into the concern, and ends with a closed question for clarification.

3. Be knowledgeable. 

Confidence is found in how you see yourself. When you believe that what you say is right, you will be able to deliver the message you want to convey. To have that confidence in what you say, you must be equipped with updated information. Maximize knowledge databases and always keep trackers updated with new events or promotions. These references can help you pacify customers by giving them the impression that you know how to fix their problems and answer their inquiries. Use your tools, be resourceful, and be knowledgeable.  

4. Be clear, and be mindful of your tone. 

Tone plays a significant role in relaying messages. People derive 38% of meaning based on the tone of conversations alone, with 55% of meaning derived from physical body language and only 7% of meaning derived from actual words. With physical body language out of the call handling picture, it is best to focus on how we carry our tone because it becomes 84% of our message.

Be consistent and exude stamina throughout your shift. While tone and clarity may trigger an emotional response from the customer, your disposition and overall condition affects the interaction. 

5. Smile and take it easy.   

Did you know that people identify speaking tones with smiles? Not just that, individuals can differentiate various speaking tones in distinct forms of smile. As someone who should invest on speaking tones, you should also put effort in your smiles because they go hand in hand. To start, try to recall a positive interaction despite it being challenging at first and evaluate what you liked about it, and why it worked.  Smile and replicate that in your calls. 

Also, smiling can lift stress off your shoulders. Limiting stress leads to reduced burnout and job dissatisfaction. And these outcomes ultimately affect performance, not just in call handling, but also in other job functions. Take it easy. Relax. And try to enjoy the conversations so your customers could be satisfied too. 

The conversations you have with your customers is your “brand” and the key to providing positive customer experience.  You just need to BE YOU!